Holmwood Corner Surgery
134 Malden Road, New Malden, Surrey, KT3 6DRContact details and opening times
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Reviews
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Review titled Great med/nurses - reception needs better people skills
Rated 5 stars out of 5
by Anonymous - Posted on 11 August 2022
Medical staff: Doctors are great! I personally love my Dr very much. She is always professional, caring, looking for the best option for you, listens to what you have to say and shows that she cares. Finally found someone that seems to care and does her best possible. Nurses are also very good. Both nurses I saw were concerned that procedures would be carried out appropriately and gently. Reception: Not going to mention names here. Only 1 or 2 from reception staff tried to be nice. To be fair, I've seen a couple patients be rude to them for no reason, and that is not right. However, that doesn't mean that reception staff should feel entitled to dismiss us or most of the time seem like they are ready to fight you on whatever matter if needed. I think the new eConsult system might take the pressure off of them. We'll see. Last time I had to enquire something from one of them, they were quick to dismiss me - I had to gently explain what I meant in more details until they realised at the end that it made sense, but they still wouldn't acknowledge me. New eConsult system is not ideal, but it works. After I learned how to use it (by myself), I can now ask for appointments and administrative support with docs. I don't think it is super user friendly though. Could be worse - but when I picture an old person trying to request for an appt, I can see how they'd have some trouble. Bottom line: it works for now and is useful to reduce pressure on staff. All in all, great GP.
Visited August 2022
Review titled Holmwood Corner Surgery
Replied on 23 October 2023
Dear Patient, Thank you for your compliment. Your feedback was passed on to the practice team, who were very grateful. Kind regards, Nacima Abdi Business Manager
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Review titled Flawed system, rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 04 August 2022
Just got home in tears (postnatal hormones!). I was booked for my postnatal check up so I arranged childcare for my newborn baby and when I arrived, my appointment was not on the system. I spoke with the receptionist and explained that the doctor himself had booked my appointment when he'd seen my baby for his 6 week check up. She was so rude and made it seem like I'd made the whole thing up - my baby hadn't been seen by the doctor I'd named (please excuse my baby brain not remembering the right doctor's name!) but by a different doctor and there was no appointment in my name. No double checking or anything, told me to go home and book another one through the system. I come home very upset, only to receive a text from the surgery informing me I'd missed my 20 minute appointment!
Visited August 2022
Review titled Holmwood Corner Surgery
Replied on 04 August 2022
Dear patient I am very sorry to hear about your recent experience at the surgery please accept my apologies on behalf of the surgery. I can reassure you that all reception staff will be spoken too. If you would like to discuss this further then please do not hesitate to contact the surgery and ask for the Operations Manager.
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Review titled New appointment system terrible
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2022
Impossible to book a routine appointment with the nurse without completing several pages of irrelevant questions. Completely impersonal service, I would prefer to call and talk to a human being to book an appointment. I feel sorry for the receptionists who must be spending all day talking patients through the new system and being unable to just discuss dates and book as previously.
Visited June 2022
Review titled Holmwood Corner Surgery
Replied on 23 October 2023
Dear Patient, I am sorry you did not have a good experience booking a routine appointment. At the time of your comment, we were in the middle of re-vamping our appointment system. We urgently needed to change our booking system to minimise the 8 am rush for appointments. Patients were being seen on a first-come, first-serve basis rather than a needs basis; consequently, some patients were asked to try again and again, as most of the time, all our appointments were full by about 9:30 a.m. The new system allowed our triage team to prioritise patients according to their needs and with the right clinicians. We have seen a considerable capacity improvement, enabling patients to contact us throughout the day. All our requests for appointments are triaged on the day, and patients can be proactively offered an appointment on the day or according to their needs. I sincerely hope you now find it much easier to contact the practice and we can resolve your needs more efficiently.
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2022
Almost impossible to get an appointment to see anyone. Receptionists response to any questions is NO. Unhelpful. Unfriendly. using the website is a nightmare and almost impossible to navigate. All I want to do is to see the person I regularly see for my condition not be at the beck and call of some badly designed computer program. Frustrating, at best is my experience. Absolutely hopeless is a better description.
Visited May 2022
Review titled Holmwood Corner Surgery
Replied on 23 October 2023
Dear Patient, I am sorry that you did not have a great experience booking an appointment. At the time of your comment, we were in the middle of re-vamping our appointment system. I sincerely hope this has improved and it is much easier to get through to us by phone or using eConsult. Please do not hesitate to contact me at the practice should you wish to discuss this further. Kind regards, Nacima Abdi Business Manager
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Review titled Excellent care given to my mother today
Rated 5 stars out of 5
by Manythanks! - Posted on 24 May 2022
Thank you to the Admin Team for sorting a timely appt for my Mother today! The nurse was fantastic; both kind and professional. We were treated with the utmost courtesy and respect by ALL members of the Holmwood team! Thank you.
Visited May 2022
Review titled Holmwood Corner Surgery
Replied on 31 May 2022
Thank you for your kind comments. We do endeavour to give the best possible service to all our patients. Regards Holmwood Corner Surgery